Onecare Service Agent - Liverpool, United Kingdom - Ocean Network Express

Ocean Network Express

Verified Company

Liverpool, United Kingdom

3 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

JOB PURPOSE & PRIMARY JOB RESPONSIBILITIES

As ONECare Service Agent you are responsible for providing frontline responses to queries from our ONECare clients and provide resolutions for service issues that are brought to you through Service Cloud or other channels.
You assist our SME clients with advice and solutions or educate and guide them in using ONE's growing range of customer selfservice tools.
In close cooperation with the Customer Administration team and supported by ONE's growing range of customer selfservice tools you contribute to the overall Customer Service experience of our ONE Care clients.
You provide prompt case management and thereby deliver on agreed targets and objectives.

Day to Day Operations

You provide prompt frontline response to service queries and initiate solutions for issues/cases as defined in SOPs and assigned to you through Service Cloud. In order to successfully do so, you need to actively keep abreast on sector and internal knowledge development as well as any changes to SOPs and relevant rules and regulations.

Process & quality management

In order to provide an efficient service to ONE's profitable SME clients, you work towards a high degree of automation and efficiency by educating clients on the proper use of selfservice tools and thereby build the ground for growth of the ONECare segment.
You keep up to date on the relevant selfservice and ecommerce tools, promote these and proactively share any feedback that can help to further improve these tools.
You ensure compliance with company rules and regulations on all processes and transactions.

Communication & Collaboration

Ensure good collaboration and communication within departments and across to optimise cost and revenue efficiencies (Dashboard), vessel utilisation and profit margin.
Work closely with own team and Customer Administration team, as well as our ONECare Sales Specialists and escalate cases in a timely and professional manner whenever appropriate.
Communicate effectively with customers and advise them in a reliable and professional manner.

Digital adoption

Support ONE's digital transformation by utilising and promoting our e

- commerce platform and our self-service tools as applicable.

REQUIRED SKILLS AND COMPETENCIES

Shipping Experience (Liner, Forwarder or Supplier) would be beneficial.
Understanding / experience of IMDG code would be beneficial.
Educational qualifications to GCSE level (ideally English and Maths) at Grade C or above.
Excellent Customer Service Skills with experience of working in a busy office environment.
Excellent written, oral communication skills and organisational skills.
IT literate, Google Sheets, Word, Excel knowledge, good keyboard skills.
High level of attention to detail.
Ability to multitask.
Business awareness
Communication
Problem Solving
Teamwork
Ability to Prioritise own workload.
Customer focus
Planning and Organisation
Innovation and Improvement
Enthusiastic, hardworking, and flexible

In addition to the major responsibilities detailed in this job description, the job holder will carry out any other duties or projects that are assigned by the company.

There will be a requirement to be flexible on hours of work in accordance with operational business needs, this will also be required to assist the department to meet its KPIs.

WHAT WE OFFER

Paid annual leave of 25 days per annum in addition to UK public holidays.
Membership of the Company's Group Pension Plan, into which the Company will contribute up to 10% of basic salary.
Permanent Health Insurance (PHI) Employee Assistance Programme, with free independent confidential support and virtual GP services
Private Medical Cover (BUPA) after two years' service Interest free annual travel season ticket loan

Job Level - Intermediate

**_Applicants must have a current legal right to live and work in the UK._